Regulator promotes refreshed complaints handling procedures


29 March 2021

The Scottish Housing Regulator has published new complaints handling procedures, in line with the Scottish Public Services Ombudsman’s updated model.

The procedures explain what a complaint is, how the Regulator will deal with a complaint, and how quickly it will respond.

The Ombudsman revised the model procedures to standardise the core text across all of Scotland’s public services and reflect feedback from stakeholders, casework, research and good practice.

The Regulator has also updated the information on its website which lets people know how to give feedback or make a complaint.

George Walker, Scottish Housing Regulator Chair said:

“We work to be an effective, open and transparent regulator. We encourage feedback. We welcome and have fully adopted the revised model procedures provided by the Scottish Public Services Ombudsman.”

Read the updated Complaints Handling Procedure

Notes to editors

  1. The Scottish Housing Regulator was established on 1 April 2011 under the Housing (Scotland) Act 2010. Its objective is to safeguard and promote the interests of tenants and others who use local authority and RSL housing services. The Regulator operates independently of Scottish Ministers and is accountable directly to the Scottish Parliament. It assumed its full regulatory responsibilities on 1 April 2012. The Regulator consists of the Chair and six Board members. More information about the Regulator can be found on its website at
  2. SHR sets out how it regulates social landlords in its published framework – Regulation of Social Housing in Scotland.
  3. More information about the SPSO's updated Model Complaints Handling Procedure is available on the SPSO website


Tracy Davren Communictions Manager